Anna Kriek Assoc Cipd Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

I analyse, transform & elevate experience through every stage of the patient journey. I am a warm, hands-on leader with a strong reputation for business-focussed interventions that optimise potential & improve operations capability. I inspire & influence board members & key stakeholders. Research, design & develop solutions and implement organisation-wide projects to inspire cross-functional patient engagement. • Joined the Riverside Clinic as a start-up private hospital and catalysed strong growth as a key member of the senior leadership team, rapidly achieving an annual footfall of 40K private & NHS patients.• Successfully transitioned from business to private healthcare and built a strong reputation as a trusted advisor.• Set up policies & procedures from scratch including Human Resources (HR) & Health, Safety & Environment (HSE).• Designed & delivered patient feedback strategy & implantation, including both NHS & private pathways.• Recruited & developed a high-functioning team of professionals, growing from 2 to 12 members in just 12 months.• Established three administrative teams to manage patient admin, bookings, front of house, facilities and soft services including cleaning, catering & security.• Set the highest standards for patient care & experience, rolling out customer-focus to all employees.• Worked closely with the Hospital Executive Director, Group CEO & Head of Clinical Services to open the theatres and establish ward operations. • Designed & delivered welcome packages for new starters and leadership training for managers and team leaders.• Developed clear frameworks and succession plans as part of the hospital’s Standard Operating Procedure (SOP).• Developed new expertise in patent care standards and positioned The Riverside as a centre of excellence.

London, England, United Kingdom

Blackstone, Chiswick Business Park

• Worked with Senior Executives of multi-disciplinary global brands including Blackstone, Broadgate, Starbucks, Paramount Pictures, Discovery, Disney, Sony, Pokémon, Avon and Swarovski, to plan & implement customer success strategies.• Led a team of 10 and delivered successful interventions that created outstanding service offerings, customer engagement & customer retention.• Planned and delivered HR processes and developed the team into a high functioning unit with aligned goals. • Managed budgets of £500K per annum.• Created bespoke solutions in keeping with the corporate tone of voice and business needs of each global brand.• Conducted monthly audits and delivered meaningful repots to key London sites including Gherkin & Sky Gardens.• Created & delivered Leadership Training that improved management capability by enhancing customer focus.• Developed training initiatives to improve performance across daily operations, including mindful leadership training that facilitated a stronger focus on employee wellbeing, engagement & retention. • Became recognised as a Key Brand Ambassador and led training in workforce culture, behaviours and HSE.• Created service and leadership training, coached site managers, monitored learning outcomes, trained trainers and implemented continuous improvements to training programmes using a blended learning approach.• Collated & presented annual customer surveys to influence senior stakeholders & drive continuous improvement. • Demonstrated expertise in customer journey mapping and development, customer experience & communication strategies, design and delivery of large scale multichannel customer focused change; KPIs & SLAs, training programmes & materials, workforce engagement, developing/building partnerships.

Broadgate, Chiswick Business Park

• Drove Customer Experience by staying close to the business, understood client requirements, and developed excellent working relationships at all levels• Analysed global trends, developed and implemented innovative and efficient ways to deliver a World Class Service • Communicated and managed team objectives and set the benchmark for success to encourage growth and continuous improvement• Managed talent attraction, training and development, succession planning• Evaluated the performance, conducted yearly and mid-year appraisals• Recognized and rewarded contribution and achievement of individuals within the team• Ensured compliance with all relevant legislation to include Health and Safety adherence and employment legislation – to act upon and follow up on any issues pertaining to these.

Multiple Large London Flagship Sites

Vilnius, Lithuania

Vilnius, Lithuania

Intermediate Diploma, Learning & Development

Diploma In Leadership And Management

Certificate In Business Management

Certificate In Customer Services

Ba In History Of Art And Fashion Design

Education record